Is it possible to keep an interaction widget open in the agent UI after the call is disconnected so it is displayed also during the ACW phase?
This must have happened to somebody before. Let's assume the agent is using an app embedded in the interaction widget. The agent is making some work over there but his progress is not yet saved on that app. If the interaction ends unexpectedly because the customer disconnects, the widget is closed and all the work made by the agent in the widget lost without being saved.
Hello,
When the call is disconnected and when the conversation enters the After Call Work phase (if one is defined for the Queue), the Genesys Cloud Desktop indeed automatically switches to the "Wrap-Up Codes" tab.
This is not configurable at this time.
But it doesn't mean that the interaction widget code is stopped/terminated. The Interaction Widget (code) continues to run.
If the user switches back to the Interaction Widget tab, it will not invoke its url again, it will just restore/display Interaction Widget UI (html). So if the user had typed something in some HTML elements, it should still be there.
See Application Pooling
If there is no After Call Work or if the After Call Works is configured to end automatically after a certain time, the conversation window will be closed (with no possibility to access the interaction widget).
Note that if the interaction widget tab has been opened/selected once, you should be able to catch the "stop" lifecycle event using Client App SDK when the conversation is ended (it gives a couple of seconds to clean things in your Interaction Widget before it is stopped/terminated).
Regards,
Thanks a lot, will investigate this approach
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